Helix Desk
Support
Help with Helix and the Helix Desk app. For anything about your account, start with your company’s Helix administrator. For everything else, write to helix@hqsphere.com.
Common questions
I signed in and Helix says it is not open to me yet.
Your company decides who uses the app. Ask your Helix administrator to add you. Once they have, tap Try again.
Microsoft sign-in does not finish.
Use your work Microsoft account, the one your company uses for Helix on the computer. If the sign-in sheet closes without signing you in, check your connection and try once more. If it still fails, tell your administrator; your account may not be set up for Helix yet.
Face ID does not ask, or I want to turn it off.
Open the Me tab and use the Open with Face ID switch. If the switch is greyed out, Face ID is not set up on your iPhone; set it up in the iPhone’s Settings first.
I do not get alerts.
Two things decide this. Your company chooses which alerts Helix sends, shown on the Me tab. Your iPhone must also allow notifications for Helix: Settings, Notifications, Helix.
I approved or declined something by mistake.
Tell the case owner or your administrator straight away. Every decision is recorded with your name and time, so it can be found and put right on the full Helix screen.
I logged a lead by mistake.
Before you send it, tap Clear. Once sent it is a case on the desk; ask the desk to close it as not business.
How do I close my account or ask about my data?
Accounts are issued by your company, so ask your administrator first. You can also write to us and we will help. Our privacy policy explains what Helix keeps.
Contact
Email helix@hqsphere.com with your company name, what you were doing and what you saw. A screenshot helps.
Sphere Aviation Solutions DWC-LLC, Dubai South, United Arab Emirates.